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Hairyeyeballs
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No internet. Can't speak to a human being

My internet has been cut off since yesterday afternoon. There is a known issue. Tried for several hours yesterday to speak to an actual human being about the problem. I want compensation.  I pay £56 a month for a service that's up and down anyway and the one weekend I want it to work it doesn't. I haven't been on these forums for years and I've noticed how difficult it is to actually speak to someone. Was on a live chat bot for over 2 hours yesterday waiting for a service agent. Awful awful service from virgin media.

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japitts
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Re: No internet. Can't speak to a human being

On the compensation subject, I'd recommend reading up on the T&C's of the automatic compensation scheme at https://www.virginmedia.com/help/automatic-compensation 

By means of diagnosing what could be the underlying issues here...

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlyiig issues.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Hairyeyeballs
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Re: No internet. Can't speak to a human being

It's nothing to do with my equipment. Virgin have acknowledged it's their fault. 

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Tom_F
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Re: No internet. Can't speak to a human being

Hi Hairyeyeballs, thanks for getting in touch.

 

Sorry to hear you've been without services, we understand these things are never ideal. 

 

If there are no known issues communicated online (virg.in/service) or via the service status number (0800 561 0061) then it would be helpful if you're able to post the information as requested above that may help us get to the bottom of what is causing this for you.

 

I wasn't able to run any checks from our side using your forum info alone, but if you get back to me via PM (the purple envelope icon) we'll also be able to take a closer look into it.

 

Tom 

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